Technical Support Specialist (Entry–Mid Level)

Role Overview

We are looking for a Technical Support Specialist to provide day-to-day technical assistance for customers using our products and services. You’ll help users set up accounts, troubleshoot issues, and understand how to use our solutions effectively.

You will also act as the first point of contact for all incoming support requests (phone, email, tickets), ensuring proper triage and routing to the right teams.

This role is a strong starting point for building a career in IT.

Key Responsibilities

• Monitor system alerts and resolve or escalate issues as needed
• Gather and analyze information required to troubleshoot customer problems
• Communicate clearly with customers regarding issue status and resolution timelines
• Provide support via phone, email, and chat
• Meet SLA targets (response and resolution times)
• Document technical issues and solutions thoroughly
• Collaborate with internal teams to resolve and escalate cases efficiently
• Take ownership of issues from initial report through resolution
• Generate and review reports related to system usage, performance, and availability

Requirements

• Solid experience with Linux systems (Red Hat, CentOS, Debian/Ubuntu – installation, configuration, updates, backups)
• Working knowledge of Windows systems administration
• Good understanding of networking protocols (DNS, HTTP, SSL, TCP)
• Experience troubleshooting email services and SMTP
• Strong communication skills (technical & non-technical)
• Analytical mindset and problem-solving abilities
• Minimum 3 years of Linux experience
• Ability to multitask effectively
• Advanced English (written and spoken)

Nice to Have

• Bachelor’s degree in Computer Science or related field (or equivalent experience)
• Previous experience as System Administrator, Network Engineer, or similar role
• Customer support experience / strong customer orientation
• Experience with monitoring tools (e.g. Checkmk, Nagios)
• Experience in 24/7 production environments
• RHCSA certification 

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